Housekeeping at Hotel Alba Päivi Liimatainen Bachelor’s thesis April 2016 Degree Programme in Facility Management School of Business and Service Management

Description

Author(s) Liimatainen, Päivi

Type of publication Bachelor’s thesis

Date April 2016

Number of pages 47

Language of publication: English

Permission for web publication: x

Title of publication Housekeeping at Hotel Alba

Degree Programme Degree Programme in Facility Management Supervisor(s) Hintikka-Mäkinen, Kirsti Assigned by Hotel Alba Description

The aim of the study was to survey the quality of cleaning at Hotel Alba and how it could be improved. The research methods were both quantitative and qualitative. A quantitative questionnaire about the quality of cleaning was implemented as part of the study. The questionnaire was implemented between 8.4. - 25.4.2015 in a printed forms. The Reception handed out the questionnaires. They were also returned there. The questions dealt with the quality of the cleaning and the cleaning staff. In addition, as a qualitative part of the study, hotel manager Katri Paakkari and housekeeping manager Päivi Ropponen were interviewed about the housekeeping challenges at Hotel Alba. One long-time worker responded to separate questions concerning job satisfaction. After that, some observations were made of the cleaners at work. The number of the responses received was six. It is a low number, and it was necessary to conduct extra research. Questionnaire was implemented face-to-face by picking randomly selected customers on hotel premises. This time the number of the participants was 27 with the total of 33. The customers were mainly happy with the quality but biggest disagreement concerned the cleaning of the bathrooms. Some extra attention needs to be paid to the removal of dust. 7 out of 33 mentioned the dust. The housekeeping manager knew that the dust problem had existed for some time now. Customer service orientation gives challenges to the daily life of the housekeepers according to Katri Paakkari. Keywords (subjects) service, quality, cleaning quality, quality survey

Miscellanous

Kuvailulehti

Tekijä(t) Liimatainen, Päivi

Julkaisun laji Opinnäytetyö, AMK

Päivämäärä Huhtikuu 2016

Sivumäärä 47

Julkaisun kieli Englanti

Verkkojulkaisulupa myönnetty: x

Työn nimi Kerroshuolto Hotelli Albassa

Tutkinto-ohjelma Degree Programme in Facility Management Työn ohjaaja(t) Kirsti Hintikka-Mäkinen Toimeksiantaja(t) Hotelli Alba Tiivistelmä

Opinnäytetyön tavoitteena oli selvittää siivouksen tämänhetkistä laatua Hotelli Albassa ja kuinka parantaa sitä. Tutkimuskeinona käytettiin sekä kvalitatiivista että kvantitatiivista menetelmää. Osana opinnäytetyötä toteutettiin kysely kvantitatiivisin menetelmin siivouksen laadusta. Kysely toteutettiin 8.-25.4.2015 välisenä aikana tulostettujen lomakkeiden avulla. Vastaanotto jakoi lomakkeita, ja sinne ne myös palautettiin. Kyselyssä kysymykset koskivat siivoustyön laatua ja siivoushenkilökuntaa. Lisäksi työn kvalitatiivisessa osassa haastateltiin lyhyesti hotellinjohtaja Katri Paakkaria ja kerrosesimies Päivi Ropposta. He kertoivat omat näkemyksensä siitä, mitkä osa-alueet vaativat huomiota Hotelli Alban kerroshuollossa. Yksi pitkäaikainen työntekijä hotellin kerroshuollosta vastasi erillisen kyselylomakkeen kysymyksiin. Aiheena tässä kyselyssä oli työtyytyväisyys. Lisäksi työn ohessa tehtiin visuaalisia havaintoja tarkkailemalla. Kyselyyn vastauksia tuli yhteensä 6 kappaletta. Vastausten määrä oli alhainen, joten ilmeni tarvetta lisätutkimukselle. Kysely toteutettiin kasvotusten valitsemalla satunnaisia asiakkaita hotellin tiloista. Tällä keinolla vastaajia tuli 27 enemmän eli osanottajia oli yhteensä 33 kappaletta. Asiakkaat olivat pääosin tyytyväisiä siivouksen laatuun, mutta suurin hajonta oli kylpyhuoneiden siivouksen arvioinneissa. Lisäksi 7 ihmistä mainitsi pölystä, johon tulisi kiinnittää huomiota. Kerrosesimies mainitsi nimenomaan pölyn ongelmaksi. Asiakaspalveluhenkisyys on kerroshuoltajien haasteena hotellinjohtajan mukaan.

Avainsanat (asiasanat) Palvelu, laatu, siivouspalvelun laatu, laatukartoitus Muut tiedot

1

Contents 1 Introduction ............................................................................................................................ 4

2 Hotels ...................................................................................................................................... 5

2.1 Finlandia Hotels and Hotel Alba ....................................................................................... 6

2.2 Management .................................................................................................................... 9

2.3 Housekeeping ................................................................................................................ 10

2.4 Challenges in housekeeping ........................................................................................... 12

2.5 Expenses in hotel ........................................................................................................... 13

2.6 Key figures ...................................................................................................................... 15

3 Service ................................................................................................................................... 16

3.1 Service quality ................................................................................................................ 16

3.2 Measurement and assessment of technical quality ...................................................... 18

3.3 Principles of visual check ............................................................................................... 19

3.4 Measurement methods ................................................................................................. 20

3.5 Total quality management ............................................................................................. 21

4 Methodology ......................................................................................................................... 22

4.1 Reliability and validity .................................................................................................... 25

4.2 Questionnaire ................................................................................................................ 25

5 Results ................................................................................................................................... 26

5.2 Housekeeper questionnaire ........................................................................................... 29

5.3 Hotel manager’s and housekeeping manager’s opinions .............................................. 30

5.4 Observations .................................................................................................................. 31

5.4.1 Own development ideas ......................................................................................... 31

6 Conclusion ............................................................................................................................. 34

References ............................................................................................................................... 35

Appendices ............................................................................................................................... 37

Appendix 1 Cover letter in English ....................................................................................... 37

Appendix 2 Cover letter in Finnish ....................................................................................... 38

2

Appendix 3 Questionnaire in English ................................................................................... 39

Appendix 4 Questionnaire in Finnish ................................................................................... 41

Appendix 5 Työtyytyväisyyskysely / Job satisfaction questionnaire ................................... 43

Appendix 6 List of Finlandia Hotels ...................................................................................... 46

3 Figures

Figure 1. Finlandia Hotels .......................................................................................................... 7

Figure 2. Junior Suite.................................................................................................................. 8

Figure 3. Superior ....................................................................................................................... 8

Figure 4. Standard ...................................................................................................................... 8

Figure 5. Economy...................................................................................................................... 9

Figure 6. The gender distribution ............................................................................................ 26

Figure 7. Evaluation of cleanliness ........................................................................................... 28

Figure 8. Evaluation of cleaning staff ....................................................................................... 29

4

1 Introduction

During the last years, the trend in travelling has been to get experiences. Unique

service is the answer, and this makes the customers feel that they are ready to pay

for service and they will come back again. The challenge for a service provider is to

continuously develop because this is how they have fresh experiences and unique

services also in the future. (Borg, Kivi & Partti 2002, 13.)

The thesis was conducted in cooperation with Hotel Alba and it is about cleaning

quality. As part of the thesis a questionnaire for the customers was designed, which

had questions about quality of cleaning and housekeepers. The idea behind the

questionnaire was to find out issues that respondents were not happy with and what

issues need improvement. By answering the open-ended question, the customers

were able to give feedback more freely.

The purpose was to explore how satisfied the guests of Hotel Alba are with the

housekeepers’ job. Via the questionnaire, it was easy to get the information about

the issues that customers are already satisfied with. The biggest aim of the

questionnaire was to develop cleaning quality after the answers have been analyzed.

The well-being of employees affects the quality of work, and this is why there was

implemented a questionnaire of well-being. The person interviewed was one of the

two full-time cleaners. In the future, it would be good to get the opinions of all to get

more reliable results.

There are six parts in the thesis. Part one is introduction. In part two, the word hotel

is defined. The Finlandia Hotel chain and Hotel Alba as part of it are opened up.

Housekeeping and management are introduced as well. Expenses are covered in part

two even though the focus was not in it. The key figures are included in the second

part. In the third part, service quality and total quality management are introduced.

The measurement methods and principles of visual check are included in the third

part. The methodology, reliability and validity make up the fourth part and the

5 research is introduced in the fifth part. The last part, the sixth, includes the

conclusions.

The theoretical basis for the thesis was formed by reading literature on the topic.

Books and the Internet were the main sources in this part. After the theoretical

framework was determined, the questionnaire was developed. It was chosen to be

the best option and way to get proper data from people whose opinions matter the

most. The research questions were as follows:

• How do customers see the technical quality of cleaning?

• How do customers see the functional quality of cleaning?

• What are the development suggestions?

2 Hotels

The meaning of the hotel has always been to be an accommodation place for

someone who needs it. By standards, the hotel is the accommodation business with

high requirements and it has restaurant and other services connected to it.

Nowadays also congresses and meetings are held in hotels. The hotels can be divided

by level, size, location or target group. In Finland, there is no official star classification

as in all other European countries. The stars are there to measure room size and

services that are offered. (Rautiainen & Siiskonen 2007, 23.)

The accommodation services include front office, back office and housekeeping. The

front office makes customer feeling welcomed. The front office means also customer

service, cash management, reporting and statistics. The back office is mainly about

making reservations. It includes call transmission and financial management.

(Asunta, Brännare-Sorsa, Kairamo & Matero 1997, 99-101.)

6 Accommodation can be divided in two categories.

● Hotels and motels

● All other forms of accommodation

The biggest sector of accommodation covers hotels and motels. It consists of

business hotels, tourist hotels, beach resort hotels and mountain resort hotels. The

motel is abbreviation of “automatic hotel”. Often motels are operated by limited

amount of staff and they have limited amount of services. (Mannan, B.A. 2008, 264.)

2.1 Finlandia Hotels and Hotel Alba

Hotel Alba is a Finlandia Hotel, and there are nearly 30 of these hotels in Finland.

(Appendix 6). Finlandia hotels have group and leisure packages which are connected

to sports and culture. Hotel Alba is located near to Jyväsjärvi Lake. Jyväskylä centre is

only one kilometer away. The hotel has 126 rooms in two floors, restaurant and two

meeting rooms plus sauna which is in connection with the other of the meeting

facilities. Figure 1 demonstrates the location of all Finlandia hotels.

7

Figure 1. Finlandia Hotels

(www.finlandiahotels.fi)

During summer time terrace with lake view is functioning. Hotel Alba is open around

the year 24 hours a day. During holidays it is closed. The cleaners aim to keep

premises as clean and comfortable as possible. Turnover of customers, weekly,

challenges cleaners. The basic cleanings are being done during most quiet times.

In Hotel Alba, there are two full-time cleaners & housekeeping manager. Some extra

cleaners are working there when more hands are needed. Normal daily working time

is 7, 5 hours. The amount of rooms per one cleaner during one day is about 20. Every

8 day is still different because amount of other work varies and also rooms are not as

dirty every day. Figures below (2-5) include the room types in Hotel Alba.

Figure 2. Junior Suite

(www.finlandiahotels.fi)

Figure 3. Superior

(www.finlandiahotels.fi)

Figure 4. Standard

9 (www.finlandiahotels.fi)

Figure 5. Economy

(www.finlandiahotels.fi)

2.2 Management

Management is an important part of the hotel industry. It is such an important part

that it can neither make nor spoil the entire industry. A manager helps each worker

to strengthen their good points and to improve the weak points. Planning is a basic

function of management. A process is a continuing mental process. The goal of

planning is to think ahead and select goals. Organizing is the second step of

management. The main function of this particular process is to establish a

relationship between all other functions of management. The term actuating means

“getting work done with people”. The manager should increase employees’

productivity by effective supervision and intelligent guidance. (Hill, R. 2009, 9-17.)

Forecasting comes hand in hand with planning. The future is uncertain but still, it is

possible to provide some useful and helpful information. Staffing comes as the fifth

part in management. It starts by recruiting and selecting the suitable people. People

are trained to work efficiently. Workloads can be distributed by delegation. This

particular function, controlling, should not be in the form of a command but

guidance. Controlling is an important function of food services. Financial

10 management is the center of all management functions. The manager has to ensure

that the funds are being used profitably. (ibid.)

The well-being of the manager is the first step in the whole organization’s well-being.

If the manager is stressed it starts to affect the whole group negatively. Problems

may occur and employees’ job satisfaction suffers. (Järvinen 2002, 145-146.)

2.3 Housekeeping

The special feature of housekeeping is that quality is high. The challenge is the

limited time for work. Cleaning needs to be efficient and perfect. This means that

there cannot be a mark from previous customer when next is arriving. Cleaners feel

themselves stressed because the time between previous customer’s checkout and

next one’s check-in is sometimes short. (Taskinen 2009, 14-16.)

The job of housekeeper is to clean rooms, take care of lost property and

maintenance messages, minibars and linen service. After that he is also responsible

of own area's corridor and lobby premises. When cleaning hotel room and bathroom,

it is important to be hygienic and move from clean to dirty. It has to be remembered

that also light switches and door handles needs to be cleaned up. It is always

important to use clean wipes, and not customer's dirty, used towels. (Lausjärvi &

Valtiala 2006, 85.)

When cleaner cleans right, clean cleaning equipment is needed to decrease the

amount of microbes. Otherwise, the dirt may wander around via dirty cleaning

towels. There has to be proper amount of cleaning cloths and mops so that there is

possibility to change them as often as needed. This is reason why microbes don’t

move straightly from place to another or by hands or clothes. Waterless cleaning is

term that is used nowadays. Still, name may sound misleading. There is no intention

to make the cleaning without water. Waterless cleaning is more eco-friendly and

ergonomically easier. Before starting the whole cleaning process, mops and cleaning

11 cloths are moisten by detergent’s and water’s solution. Waterless cleaning is

economic cleaning because use of detergent and water is low. (ibid.)

Normally, there is not that much time to clean staying room than leaving room. This

of course depends on hotel. In high quality standard hotels staying room is cleaned

as well as leaving room and to that has been reserved much more time. (Happy

Housekeeping 2001b, 67.)

Every cleaner are supposed to develop professionality. This means one is able to

point out the “necessary” work – work that is done no matter what. These are called

critical points. (Lausjärvi & Valtiala 2000b, 14.)

The quality thinking of cleaning service is an important element and it consists of

whole cleaning service chain’s functionality and flexibility. Professional cleaner can

determine quality of dirt, choose the right method and be flexible by customer’s

needs. Appropriately dressed customer service oriented cleaner creates quality by

his own actions: the service customer has bought. The quality is total expertise,

fulfilling customer’s needs, professional approach, cleaning by targets, flexibility and

reliability. (Ryynänen 2009, 225-226.)

According to Rautiainen & Siiskonen 2011, (69) hotel room cleaning order has certain

principles.

● Window is opened

● Trash bins are emptied

● Empty vessels, magazines and newspapers are picked up

● Dirty linen and towels are picked up

● Fresh linen and towels are brought

● Beds are made

● Contact surfaces and remote control are wiped

● Dust from closets, drawers, tables, chairs and tv are wiped

● Floor is cleaned up

12

● Bath room is cleaned

● Mini bar is checked and filled

● Everything necessary is filled and brought to room

● Condition of room is checked

● Mini bar check and clean room is signed up via tv

Housekeeping tasks are variable. In addition to all the previously mentioned tasks,

housekeeper has many more responsibilities.

1. Dealing with guests’ laundry

2. Dealing with guest´s special request

3. Dealing with lost and found property

4. Receiving and issuing linen

5. Dealing with complaints

6. Transferring quests

7. Giving first aid

8. Serving beverage or food in bedrooms

9. Dealing with repairs and maintenance

10. Creating floral and decorative arrangements

11. Taking action in emergencies

12. Coordinating work with front office

13. Planning and controlling the work of the department

14. Speaking foreign languages

15. Record keeping

16. Giving training

17. Taking inventory

18. Drawing up duty rosters (Hill, R. 2009, 77.)

2.4 Challenges in housekeeping

It can vary daily how many rooms there are to clean. There can be days when there is

almost nothing to clean but corridors, lobby and stairs. One just has to trust history

and averages. The hotel environment affects the issue how much dirt comes in via

13 customers. A tarmac yard generates less dirt than a sand yard. Proper carpets in the

entrance decrease mess. The seasons also have an effect. Rainy weather increases

dirt in spring and autumn. Summer and winter are drier and less dirt goes in with

shoes. A group of young football or ice hockey players can bring more dirt with them

than seniors and by that increase the cleaning costs. There are many good things

about a hotel having their own cleaners. Loyal customers get the feeling of safety

because of familiar cleaner, and it is easy for reception staff to work with the same

people. Knowing the house prevents problems. (Alakoski 2006, 96-100.)

Nowadays, most of the hotels have decided to outsource the whole cleaning service.

Mostly, it is just because it is a cheaper option. A professional cleaning company

prices their services by some particular amount, and that amount includes

equipment and substances. Many times this is a better choice for hotel than their

own cleaning staff. Using a cleaning company is more flexible and the number of the

employees can be easily increased. (ibid.) If a cleaner has worked in the same place

for a longer time, one may have negative attitudes towards some improvements or

changes. (Bohm, T., Viander, M. & Rouhiainen L. 2005, 15.)

Hotel may organize cleaning in different ways. Cleaners can be directly employed by

the hotel, be working for some cleaning company, fully rented or a combination of

the previously mentioned. At Hotel Alba, the cleaners are directly employed by the

hotel. There are good sides to it when the cleaners are directly employed by the

hotel. The same employees stay longer and they commit to their work well. The job

description of the cleaning staff directly employed by the hotel may be extended.

They can have other work assignments as well in the hotel or on the premises of the

same company. (Bohm et. al. 2005, 14-16.)

2.5 Expenses in hotel

In hotels, every employee’s work matters when it comes to customer satisfaction.

Every customer should get positive experience when buying core product, and in a

hotel it is accommodation. To achieve this, bed has to be cozy, but also premises

14 have to be clean and correct as well as textiles. On the average, the hotel room is

customer's home from 1 to 3 nights at a time. Furnishing and decorating one room

costs approximately something between 8000 and 12000 Euros. Need for this comes

about every five years. The materials have to be good so that they stay in good shape

even though they are constantly in use and cleaned up daily. The most important

requirements that customers set up are cleanliness, size of the room, furnishing and

how compatible decorations are. (Rautiainen & Siiskonen 2011, 54.)

The value for money has to be in condition. Usually hotel rooms are rated by the

amount of beds or size. Decoration and view also affect to rating. The most typical

rooms are rooms for one person (single rooms) and rooms for two persons (double

rooms). In aforementioned rooms, there are two separate beds or one double bed. If

the customer wants, it is possible to get a cot for the child or an extra bed. Other

typical room types are triple room or a family room which usually has a sofa bed for

two. (Rautiainen & Siiskonen 2007, 78-80.)

There are special rooms for the different needs of customers. These can be for

example family room, allergy room, rooms with communicating door or a room for

invalid person. Also rooms with balcony or special view can be seen as special rooms.

The word suite can be used in occasion when there are many rooms in an apartment.

There are also different types of these suite rooms, by the apartment's size and

everything additional. (Rautiainen & Siiskonen 2005, 44.)

Designing hotel rooms is not easy. One room needs to be bed room, living room and

so on. There are business versions of rooms in hotels, and usually these are a bit

better rooms with higher quality, including bathrobe, electric kettle, coffee maker

and slippers. There can be also still something more, for example writing desk,

phone, wireless broadband, copier and laser printer. (ibid. 44-49.)

After customer leaves the room, the cleanliness conditions vary a big time. The need

for cleaning varies depending on customer. Besides, the cleaning time per room

varies by hotel's size, standards, and the amount of staff. The time used to cleaning

varies depending on if it is single room, double room or a room with extra bed.

15 Rautiainen & Siiskonen sorted out in 2011 that cleaning room of a leaving customer

costs 8 to 10 Euros during the week and other times 16 Euros. Making an extra bed

costs from 2.50 to 3.50 Euros and on Sundays 4 to 5 Euros. It depends to the price if

it is made from the sofa in the room or from separate extra bed from storage room.

(Rautiainen & Siiskonen 2011, 73-74.)

The biggest amount of cleaning expenses comes from labor costs (85-90 %). The rest

10-15 percent comes from cleaning equipments and materials, and from work

management. Cleaning the room after customer has left it, takes 15 to 25 minutes

depending on is the work done alone or in pairs. (ibid.)

2.6 Key figures

According to Rautiainen & Siiskonen 2011, (74, 405-406.) The key figures are

followed when cleaning hotel rooms. Essential key figures can be seen from the list.

● How many rooms cleaner cleans in one hour. The amount of cleaned rooms

has to be divided by working hours that has been used. For example 250

rooms has been cleaned and cleaners have used 100 hours. Result is 2,5

rooms in one hour.

● How many rooms one cleaner cleans during one shift. The key figure is got by

dividing the amount of cleaned rooms by cleaners' amount on that specific

date. For example 60 rooms has been cleaned during the day and by 3

cleaners. The result is 20 clean rooms per one cleaner.

● How much time has been used in cleaning one room? This key figure is got by

dividing spent cleaning hours by cleaned rooms. For example there are 47

clean rooms in 19 hours and 30 minutes, altogether 1170 minutes. The total

minute amount is divided by 47, the amount of rooms, and the result is 24, 89

minutes. There has been used 25 minutes per one room.

16

● The efficiency of cleaning department is got by dividing rooms' turnover by

cleaning department's labor costs.

● When calculating own cleaning department's working hour costs, you have to

add approximately 53 % labor costs.

3 Service

There are many definitions for service. Service is a process consisting of intangible

actions’ series. Actions are provided as solutions to customer’s problems. Normally

they are provided in immediate interaction of customer, employee, physical

resources and service provider. (Grönroos 2010, 77.)

Services are divided into two different categories, when it comes to marketing:

Services highlighting humanity and technology, and services offered at times and

constantly. High touch services that highlight humanity are dependent on people,

high tech services again on automated systems and information technology. (ibid.

84-85.)

The cleaning service is part of constantly offered services’ category. Service provider

and client are in interaction almost daily. This means that service provider has a

possibility to create profitable affair and provide services customer needs and wants.

(ibid.)

3.1 Service quality

The term quality can be defined in many ways in different contexts. The cleaning

service quality can be divided in four categories:

● Technical quality

● Functional quality

17

● Aesthetic quality

● Process quality (Huilaja 1998, 22.)

When concentrating on quality of cleaning work, important are technical and

functional quality. Technical quality answers to question “what?” and functional

quality to question “how?” Nowadays companies that produce cleaning services,

compete by the strategies of functional quality. The customers are more demanding

these days. Something negative can stay in mind for a very long time. (Siivoustyön

johdon käsikirja, 97-98.)

According to Huilaja (1998, 22), technical quality of cleaning can be seen as the result

of actual cleaning process. Things affecting to this quality are: how often is cleaned,

technology used, service organization and professionality of staff.

Customers expect and look forward to friendly behavior and flexibility. This is called

functional quality. Important is to have the positive attitude. Service speed needs to

be paid attention to. The technical quality in cleaning work means produced

cleanliness and its measurements or assessments visually or in an objective way.

Many things affect to technical quality: different cleaning methods, equipment,

substances and machines as well as motivation and professionality of staff. The

quality is good when experienced quality of customer encounters expected quality. If

expectations are unrealistic, experienced quality is low even though by some

measurements quality has been good. (Grönroos 2000, 67-69.)

There are many ways to define quality. Basically it is about ability to fulfill customer’s

needs and requirements. In ISO-standard 8402, quality is defined as in following:

“The quality is all characteristics and features of product or service, by which product

or service fulfills goals set”. The quality is in main role when it comes to producing

and purchasing cleaning services. The value for money is in key position in

competition with other companies. From customer point of view, quality of cleaning

is constantly visible part. Customer sees right away when work is left undone.

(Siivoustyön johdon käsikirja, 93.)

18 The quality can be approached from various angles. These focus on manufacturing,

product, value, competition, customer and society. The quality can also be divided in

product quality and function quality. (Silen 1998, 14-15.)

3.2 Measurement and assessment of technical quality

Technical quality briefly means that surfaces are cleaned as on the particular

premises is decided. Facilities are hygienic, comfortable, safe and healthy for all the

users. Here it is focused on Finland’s standardization union’s standard 5994,

Cleaning’s technical quality. It is about visual checking processes. Standardization

helps both the authority and consumer. Standards are recommendations, and mainly

it is not compulsory to use them. Authorities may still require that they are used (SFS

2012).

The SFS 5994 INSTA 800:2010 standard is consequence of the co-operation of

Finnish, Swedish, Norwegian and Danish hygiene entrepreneurs and property

owners. Standard SFS 5994 updates the determination and assessment system of the

technical quality of cleaning, in which there are two principles: visual check and

measurement tools based check. (SFS 5994 2012, 28.)

When the INSTA 800:2010 is used, one has to follow the procedures of standard

5994. A check needs to be performed at least once in every three months. It is done

just after the cleaning, or before the facilities are again taken into use. In a service

agreement, it has to be specified, what the check includes. An agreement includes

items such as found buildings, spaces and a division into check units, thoroughness of

cleaning of different surface groups, different space groups and quality profiles of

surface groups and possible extra requirements concerning dirt types. (SFS 5994

2012, 28.)

19

3.3 Principles of visual check

A visual check is performed visually, with eyes. There are no hands or aids used in

this particular check to determine the amount of dirt. There are ten standard

principles:

1. In the standard SFS 5994, there are described 6 different quality levels. 0 is

the lowest quality level and 5 is the highest. The quality levels visually

describe the observable quality of cleaning. Levels are defined specifically for

each surface group. The amount of allowed dirt is defined by the size of a

check unit.

2. The check units are divided into four surface groups: furniture and fixed units,

walls, floors and ceilings.

3. The quality profiles are have no more than 8 quality requirements and

possible added requirements.

4. Four dirt types are defined: trashes and loose dirt, dust, stains and surface

dirt (dry or wet dirt that has not been caused by damage or neglect of

maintenance, and that is removable by cleaning)

5. Dirt types are divided in two categories: 1 is trashes and loose dirt, dust and

stains, 2 is surface dirt

6. The resulting dirt groups are separately assessed from easily approachable (A)

to hardly approachable (NA) surfaces. A is undefined by area and it is easily

accessible for cleaner. NA is place where it is hard to reach or it is not easily

cleanable.

7. The sizes of facilities determine the amount of dirt, and facilities are divided

into 4 different categories:

● The area is no more than 15 m2

● The area is between 15 and 35 m2

● The area is between 35 and 60 m2

● The area is between 60 and 100 m2

20 8. The check is done right away after cleaning, or at least before the facilities

are taken in use again.

9. In a check, all accumulations of dirt are recorded (from each four surface group)

10. Cleaning facilities has been accomplished successfully if the amount of dirt

accumulation is not more than the amount allowed in each surface group. (SFS 5994

2012, 6-8.)

3.4 Measurement methods

It is possible to measure quality visually and via surveys. The visual method is made

by looking at the quality purposefully or by taking random samples. This is the most

common survey method and the one houses use as a self-monitoring method.

(Korhonen 2011, 61.)

The visual cleaning assessment is mainly measured by quality assessment rounds.

Rounds are made by service provider's representative only or with the client. The

visual assessment is a quick way to control quality but it can be difficult to create

coherent assessment scale. The other may find results good and the other satisfying.

The quality measurements are reliable if measurement criteria and scale do not

change. (Seppälä 2001, 101.)

Customer surveys are a challenging way to measure quality. It is possible that the

surveys give too positive image of the real satisfactory. One reason is also that

people are really tired and bored to responding to the surveys. If customer surveys

do not result in any operations in organization, it has to be thought, why they are

even implemented in the first place. (Lausjärvi 2006, 106.)

Objective measurements can be made to complement visual checks and they are

made by different technical measurement tools. (Seppälä 2001, 101.) The most

common measurement tools and utilities are next:

● Surface dust measuring device

21

● Step backup measuring device (Slippery of the floor covering)

● Gloss level measuring device (Reflection of the surface light)

● Luminometer (The amount of organic dirt)

● Hygicult-test (The amount of microbes)

● Mycometer-test (The amount of microbes)

● Uv-lamp (Surface cleanliness)

● Camera (Documenting)

● BM-dustdetector (Korhonen 2011, 61.)

In addition, there can be made different laboratory researches, to find out for

example the composition of dirt, condition of surface materials and microbes, and

measuring static electricity and the electric conductivity of the floors (Korhonen

2011, 61).

3.5 Total quality management

Total Quality Management means that quality can be seen in each function company

makes. Goal in Total Quality Management is benefit for staff of whole society and

company and increment of customer satisfaction. It starts from an idea that

company’s function is made with high quality. In Total Quality Management it is used

superior work’s first basic definition in which management is divided in case and

human resources management and in addition management is supported by

different quality techniques. (Hölttä & Savonen 1997, 11.)

There are seven parts in the service quality management:

1. Developing customer oriented thoughts

2. Controlling expectations and hopes of customers

3. Controlling results of customers and contact persons interactions (that what

customers experience as technical quality of service)

4. Continuous and strategic based internal marketing of company are part of

quality and management program. All employees and superiors should be

22

seen as service provider’s first market because customer’s experienced

moment of truth is the most important way to get awesome service quality.

5. Operational environment’s and its resources controlling is an issue that has to

be included in every quality program because service environment and

technical basis can have negative impact on customer at the time of

purchase.

6. Information technology has to be well controlled. Machines, applications and

programs have to be updated as they develop so that they are easily

approachable for customers.

7. The last part is controlling customer’s participation. This means that issues

that impact negatively to the service quality are avoided. These can be for

example lines and unpleasant atmosphere. (Grönroos 2001, 159-161.)

4 Methodology

In this work, the qualitative part was conducted by interviewing. An interview form

with one of the full-time housekeepers was conducted. In addition, housekeeping

manager Päivi Ropponen and hotel manager Katri Paakkari took part by filling in the

same form as the customers did. They already knew what the questionnaire

included, and this is the reason for a bit more casual approach. Some parts were

chatted through and some were written down. The interviews with the hotel

manager, housekeeping manager and housekeeper were conducted with the

questionnaires during 08.04.2015-25.04.2015. The quantitative part was conducted

using a questionnaire. Quantitative research enables the use of clear diagrams. The

research questions were as follows:

• How do customers see the technical quality of cleaning?

• How do customers see the functional quality of cleaning?

• What are the development suggestions?

In Hotel Alba, Hygicult tests have been made occasionally but not nowadays. The

quality impression is based on visual assessment. The purpose of the thesis was to

23 design and implement a questionnaire about the quality of cleaning. The aim of the

questionnaire was to find out how customers see the quality of cleaning and cleaning

staff. The facilities in the three-floor-building have been divided into hotel rooms,

corridors, stairs, office, sauna and so on. The aim was to find out the most critical

places that need change from the customer point of view and the places that need

improvement immediately.

The research was three-phased. The first was maybe the hardest part: to decide

what the limits are. After that, the questionnaire was left at the hotel reception, and

the interviews with one of the cleaners plus with the hotel manager and

housekeeping manager were made. Then it was time to analyze the answers and

come up with what could be done differently and in the end, the conclusions were

drawn.

In Hotel Alba, the housekeeping has been organized in the same way for a longer

time. The purpose of the thesis was to clear out if there is something that can be

done better. There have been occasional complaints about quality. The idea was to

explore the reasons for the complaints, and the easiest and most reasonable way

was to ask about that via a questionnaire. The time for the questionnaire was 08. -

25.04.2015. 50 forms were printed out. The number of answers was small, only six,

which is why some extra research was made. Randomly picked customers on the

Alba premises were chosen for a face-to-face interview. Results are more reliable this

way when more people have been taking part. The hotel manager and housekeeping

manager told what are the most critical points to their mind. Some observations

were made without interaction.

The answers face to face were given easily, and this was the method that should

have been used. Maybe the return box should have been there or somebody giving

the forms from hand to hand. People were surprisingly helpful and there were 27

participants in two to three hours altogether. The time for answering the questions

on the questionnaire was short and that was the reason for a compact questionnaire.

If it would have been longer, probably no one would have answered. The number

altogether was 33 of respondents.

24

The technical quality consists of cleaning staff’s technical know-how and the

functional quality of appearance, reachability and friendliness. The questions were

designed based on the aforementioned issues. Before the implementation, the hotel

manager approved the questionnaire. The scale was clear and it was from 0 to 5. 5

meant really good, 4 good, 3 satisfying, 2 bad and 1 really bad. 0 meant a customer

did not know or have experiences. The first nine questions were about cleanliness

itself. The last four questions were related to the cleaning staff. The six previous

steps (from 0 to 5) I based on part 4.6 in thesis. One change was made to make it

simpler. 0 in research is not the lowest possible but in this case it tells that customer

has no experiences on that field. For example it is not possible to know how clean

the meeting rooms are if one does not even go there during hotel stay. Figures from

6 to 8 were made using Word 2013.

The best known research methods are qualitative and quantitative method.

Previously there was only one method in one research. Nowadays there can be

combination of both and it is called mixed method approach. (Creswell 2003, 4.)

The first part in quantitative research is the research problem and it is being solved

step by step. The answer comes from information. First has to be decided the

needed information, where it is collected from and how it is collected. This is how

the phenomenon which is the target, is being solved. (Kananen 2008, 11-12.)

Qualitative research is based on non-numerical information. Text analyses,

observations and interviews are the methods being used in it. Qualitative research is

not aiming at objective truth unlike quantitative research. (ibid. 10-11.)

In a qualitative method, the main focus is on open-ended questions and it is about

what people tell. In a quantitative method, the focus is on close-ended questions and

it is about counting and measuring. (Creswell 2003, 18-19.)

Observing without participating means that researcher does not take part in the

actions of the research target. The researcher makes observations as an outsider,

and the aim is to learn by watching. (Grönfors 1985, 90.)

25

4.1 Reliability and validity

Both terms, reliability and validity, mean reliability. The validity means that right

issues are measured and researched when thinking research problem. The reliability

means stability of results. (Kananen 2011, 118.) The reliability means that research

can be made twice or that two researchers make the same survey, but the result is

the same. (Hirsjärvi, S., Remes, P. & Sajavaara, P. 2004, 216-218.)

It was good for the reliability that the most long-time of the housekeepers answered

to the interview and not for example summer worker. Better informing of the

questionnaire by receptionists and return box would have increased the amount for

returned papers. Still, the six papers, gave information for the research and were

reliable.

4.2 Questionnaire

Planning a questionnaire is a process that needs a lot of careful work. A good

questionnaire is logically constructed. It is possible to catch interest if the easiest

questions are in the beginning. Open-ended and structured questions can be found

from questionnaire. Structured questions are normally used in quantitative research

and open-ended questions in qualitative research. (Heikkilä 2001, 48-49.) Semi-

structured questionnaire includes both types of the questions. Structured questions

need to be planned carefully because they can limit answering. (Heikkilä 2001, 50-

51.)

Questionnaires were read through and all the forms that were not completed

properly, were thrown away. (Heikkilä 2001, 43.) In this research, all the returned

papers were filled with care and the rest of the people that were interviewed, did

their task properly.

26

5 Results

In the questionnaire (Appendix 3), there was a possibility for customers to tell

opinions by own words. The question was: “Tell shortly in which premises quality

should be improved. Tell also how”. 10% of randomly selected customers, who

answered, had visited Hotel Alba about 10 to 20 times. This was good to point out,

because they had seen the same premises more than once, and had more opinions

this way. 62% were men and 38% women. The age scale was from 24 till 58.

Figure 6. The gender distribution

(Liimatainen, 2016.)

The public premises like sauna, public toilets, lobby, restaurant and stairs, got quite

good numbers which tells that they are normally in good condition. The meeting

premises were not familiar to these people and the only given number was 5, from

them who had visited the premises. The corridors got numbers from 3 to 5. The

biggest division was with hotel rooms and their toilets and bathrooms. The given

numbers were between 2 and 5.

Not all people told something by own words. One opinion was that room floors have

sometimes been messy (dust, hair…). Nowadays they have been tidier from customer

62%

38%

WOMEN/MEN

27 point of view, though. One opinion to the question how to improve quality was that

cleaning should be done more thoroughly with care. Cleaners’ customer orientation,

friendliness and appearance were scaled from 3 to 5 so on average it is quite good.

One comment was: “It would be nice to say Good morning”. Even during the most

hectic times, customer service orientated thinking cannot be forgot. Many, 7 out of

33 people, mentioned dust. They had noticed extra dust on shelves, window seats

and surfaces. Figures (7 and 8) include answers from the customer questionnaire.

28

Figure 7. Evaluation of cleanliness

(Liimatainen, 2016.)

Lobby Stairs Restaurant

Meetingpremises

Publictoilets

Publicsauna Corridors

Toilet andbathroom

in theroom

Hotelroom

5 17 14 32 4 4 42 9 20 204 61 71 68 0 65 12 63 26 483 22 15 0 0 6 0 28 25 262 0 0 0 0 0 0 0 29 61 0 0 0 0 0 0 0 0 00 0 0 0 96 25 46 0 0 0

0 0 0

96

25

46

0 0 00 0 0

0

0

0

0 0 00 0 0

0

0

0

0

29

6

22

15

0

0

6

0

28

25

26

6171

68

0

65

12

63

26

48

1714

32

4 4

42

9

20 20

0 %

10 %

20 %

30 %

40 %

50 %

60 %

70 %

80 %

90 %

100 %

Evaluation of cleanliness

0 1 2 3 4 5

29 0 = I don’t know, 1 = Really bad, 2= Bad, 3= Satisfying, 4= Good, 5= Really good

Figure 8. Evaluation of cleaning staff

(Liimatainen, 2016.)

0 = I don’t know, 1 = Really bad, 2= Bad, 3= Satisfying, 4= Good, 5= Really good

5.2 Housekeeper questionnaire

In addition to customer questionnaire, housekeeper’s opinions were heard by

questionnaire (Appendix 5). The job satisfaction always affects to the quality of work.

Service orientation Friendliness Appearance Feedback absorptioncapacity

5 35 39 45 84 21 32 24 03 34 17 13 02 0 0 0 01 0 0 0 00 10 12 18 92

10 1218

92

34

1713

0

21

3224

0

3539

45

8

0 %

10 %

20 %

30 %

40 %

50 %

60 %

70 %

80 %

90 %

100 %

Evaluation of cleaning staff

0 1 2 3 4 5

30 One housekeeper wanted to answer to the questionnaire when volunteers were

searched. The scale here was from 1 to 4. 1 means totally agree, 2 means partly

agree, 3 partly disagree and 4 totally disagree. This particular cleaner has worked in

the hotel for over ten years now. The answers showed that there should be more

time and better equipment and methods, and information should go around

effectively. The answer to the questions 1, 2 and 8 was 3 which means partial

disagreement. All the other questions but question 4, got number 2 which means

partial agreement. The cleaner answered to the question 4 with 1. This shows that

time, equipment, methods and information movement needs attention.

5.3 Hotel manager’s and housekeeping manager’s opinions

The opinions of the hotel manager and housekeeper manager were heard to support

the whole research. The development ideas of hotel manager and housekeeper

manager were there that there could be seen are they similar than what customers

had.

The cleaners mop the lobby daily after breakfast is over, in addition to room

cleaning. Still sometimes it looks dirty after one hour if the hotel is full and more

people are moving. This is something that should be clean all the time as it is one of

the first issues customers see when they arrive to hotel. In general, Hotel Alba is

assessed to be cleaner than chain hotels. According to customer feedback, Hotel Alba

has got number 8 out of ten in cleanliness. The customers really like when

housekeeper chats with them and is friendly as it is customer service job. Complaints

are normally given if cleaner has forgot for example previous customer’s socks or

something or if during day cleaning dirty dishes haven’t been taken away. (Katri

Paakkari 2015.)

The housekeeping manager thinks that dust is always the challenge. It is important to

have the final look before closing the door of the cleaned room. Sometimes

something critical can be seen in this point and this is the place for first impression

31 customer gets while arriving. The need for renovation work is existing. (Päivi

Ropponen 2015.)

5.4 Observations

The conclusions and development ideas are also made by observing. As a method to

this observation wasn’t used for example filming because it is not that necessary.

When taping, cleaner may work differently than when working alone. This does not

give the right image and does not necessarily lead to any improvement ideas.

In Alba hotel, the checks are done visually by spot checks. This way is the same than

what customer also uses so principles stay same. The hotel manager and

housekeeping manager do them, and give feedback to cleaners when needed. In the

mornings, also cleaners check that everything is fine in the rooms that are reserved

for the particular day. The checks are good to be done but there is one minus in it.

The amount of cleaners is quite low but nevertheless, information does not go

around effectively. If something misses or does not look tidy, cleaner improves it and

that’s it. All the mistakes should be written down, and after that discuss about them.

Now mistakes keep repeating themselves. The housekeeper may think that work is

done perfectly because one does not realize the mistakes, just because no one points

them out. Still, it is more than good to have these checks and corrections but the

amount of useless work could be decreased, and by that focus would be more on the

important issue: the improvement of customer satisfaction.

5.4.1 Own development ideas

One thing that could be worth trying is waterless cleaning. Now when some

observations were made from cleaned rooms, one thing kept repeating itself often:

The floors did not shine in all of the rooms and looked untidy. The reason for that can

be hurry or dirty mop. More mops and microfiber cloths could be purchased. In the

mornings, cleaner could moisture them for one’s own needs. This would make work

easier and no more heavy buckets needs to be with cleaner anymore.

32

The other is the amount of wipes. The cleaners are not told for example what

amount of cleaning cloths could be “good” to be used during one day and this way

bacteries spread more easily. Cleaners have many ways to clean and the amount of

cloths or styles to clean haven’t been checked and corrected if needed.

As an observation, people may not realize how busy cleaners are. Many times people

expect that day cleaning is so much more thorough than what it is really. The

housekeepers make about 20 rooms for sale each day, and in addition to that day

cleanings. The number of day cleaning rooms may vary from 0 to 30. The rooms are

not that big, though, than what they can be in some of the hotels. The fact is that

when number of day cleaning rooms is high, something needs to be done faster or

leave totally undone. After these, the cleaners take care of public premises and

premises of the staff and during the most hectic days, quality gets lower. If the hotel

is full and all of the rooms needs to be cleaned to new customers on that day, there

is need for 6 cleaners. Some days, for example during sick leaves, days can get longer

when no extra hands are there to help with work amount.

The cleaners would need now even more time than before. The plastic cups have

been changed to glasses, and already that takes minutes from working day. Before

this change cups were easy to throw away, but now one has to take care that there is

enough clean dishes from kitchen downstairs. This hasn’t been taken into account

when counting timetable for cleaning. In superior, junior suite and business rooms

something that haven’t been there that long are electric kettle, tea and coffee

equipment. Just taking them tidy takes time that what was not so before.

During summer times, more customers find the hotel. Every three regular and

professional cleaners have about one month summer holiday, normally in turns.

Summers, as an observation, needs extra attention. Some extra workers helping do

not help without proper orientation and good knowledge. The amount of workers

may be good but unfortunately that does not tell the whole truth. The amount of

workers is not reasonable and it is too low. More dust and dirt observations were

33 made, as eyes were kept open during the summer months in the year 2015. All the

cleaners were stressed and not satisfied to the quality of their own work.

The working hours starts normally a bit later during summertime – even from 8 to 9

am. As an observation, this is a bit tricky issue. The customers leave some days later

and it is not easy to predict. Then again, some day customer flow of coming

customers starts really early. There is not always time to make rooms ready well

when working hours start later. Every morning, cleaners make the daily schedules

from printed versions to their own use. They count the amount of rooms, extra beds

etc. and divide the work. This takes its own time. After that it is time to start the

actual work.

Some observation was made and one thing is there to point out. In cleaners’ social

premises can be seen many written small paper pieces on the table informing

employees from changes etc. Those pieces can be thrown accidentally away and

some of the employees may have not seen them yet. This increases

misunderstandings. There could be for example one notebook for every single thing

that needs to be written down. This way employee can go back in time and check

some older thing that needs to be solved.

As a conclusion, I would like to say that cleaners need enough time to do tasks

properly. The customer feedback gets worse during most hectic times. The good

quality does not stay good without good input. The tolerable amount of rooms needs

to be counted, because quality suffers when work is done too quickly.

34

6 Conclusion

The customers were overall happy with the quality. The questionnaire completed

face-to-face might have affected the fact that it gave more positive image. The

feedback was coherent, and the respondents were not fully satisfied with the

bathrooms and their cleanliness. The dust needs to get attention.

Choosing the subject was easy because the author has been working at hotel Alba for

many years, first as a trainee. The thesis process taught that there should have been

enough time for each section. It was a disappointment that the number of the

answers was low because in 2, 5 weeks a bit higher percentage of interested

customers would have been reasonable. Still, by interviewing face-to-face and by

observing, some interesting ideas of how to make improvements came up. It was

really satisfying to see how anxious people were about taking part in the process face

to face. The questionnaire was scanty, and the few minutes needed for answering

was not too much for the majority of the participants. A thesis process requires hard

work, and good planning is the key to good results.

The number of the questionnaire forms returned was low. It was good, though, to

ask the questions face-to-face. People were able to ask something if they did not

understand a question. In the future, it would be reasonable to conduct thorough

theme interviews.

35

References

Alakoski, L., Hörkkö, P. & Lappalainen, H. 2006. Hotellin vastaanoton operatiivinen toiminta. Helsinki: Restamark. Asunta, T., Brännare-Sorsa R., Kairamo R. & Matero S. 2003. Majoitus- ja matkailupalvelu. 3. uudistettu painos. Helsinki: WSOY. Bohm, T., Viander, M & Rouhiainen L. 2005. Hotelli Fiini. Laadukas kerroshoitajan työ. Turenki: Housekeeping Service Oy. Borg, P., Kivi, E. & Partti M. 2002. Elämyksestä elinkeinoksi – Matkailusuunnittelun periaatteet ja käytäntö. 1. p. Juva: WS Bookwell. Creswell J. 2003. Research design, qualitative, quantitative, and mixed methods approaches. 2nd edition. California: Sage Publications, Inc. Grönfors, M. 1985. Kvalitatiiviset kenttätyömenetelmät. 2. painos. Helsinki: Wsoy. Grönroos, C. 2010. Palveluiden johtaminen ja markkinointi. 4. p. Juva. WS Bookwell Oy. Grönroos, C. 2001. Palveluiden johtaminen ja markkinointi. Porvoo: WS Bookwell Oy. Grönroos, C. 2000. Nyt kilpaillaan palveluilla. 5.painos. Porvoo: WSOY. Happy Housekeeping. 2001b. Kerroshoitajan oppimateriaali. Housekeeping Service Oy. Heikkilä, T. 2001. Tilastollinen Tutkimus. Helsinki. Oy Edita Ab. Hill, R. 2009. Management Techniques for 21st Century. Global Media

Hirsjärvi, S., Remes, P. & Sajavaara, P. 2004. Tutki ja kirjoita. 10th edition. Tammi, Helsinki Huilaja, E. Cleaning manual 1998. Publication 1:8. The Finnish Association of Cleaning Technology. Järvinen, P. 2002. Onnistu esimiehenä. 2nd edition. Juva. WS Bookwell Oy. Kananen, J. 2011. Kvantitatiivisen opinnäytetyön kirjoittamisen käytännön opas. Jyväskylä: Jyväskylän ammattikorkeakoulun julkaisusarja. Kananen, J. 2008. Kvantti. Jyväskylä: Jyväskylän ammattikorkeakoulu. Jyväskylän ammattikorkeakoulun julkaisuja 89. Korhonen, Esko. Puhtauspalvelut ja työympäristö. 2011. Jyväskylä: Jyväskylä University Printing House.

36 Lausjärvi, M. 2006. Saavutettu palvelun laatu ja seuranta. Puhtaustieto PT Oy. Puhtaustiedon tietopaketti 10. Helsinki: Forssan Kirjapaino Oy. Lausjärvi, M. & Valtiala, M. 2000b. Puhtaus asuinkiinteistössä, opas työntekijöille. Jyväskylä: Gummerus Kirjapaino Oy. Majoitus. 2016. Hotel Alba website. Accessed on 25 April 2016. Retrieved from http://www.hotellialba.fi/majoitus/ Mannan, B.A., 2008. Encyclopaedia of Hospitality Management, Volume VI. Himalaya

Publishing House.

Peltokorpi, M., Ritvanen A. 2003. Esimiestyö. Palveluesimiehen käsikirja. Suomen siivousteknisen liiton julkaisuja 2:8. Helsinki: Siivoussektori. Rautiainen, Mirja & Siiskonen, Mika 2011. Hotellin asiakasliikenne ja kannattavuus. Vantaa: Hansaprint. Rautiainen, Mirja & Siiskonen, Mika 2007. Majoitustoiminta ja palveluosaaminen. Vantaa: Hansaprint. Rautiainen, Mirja & Siiskonen, Mika 2005. Hotellin asiakasliikenne ja kannattavuus. Vantaa: Hansaprint. Ryynänen, P. 2009. Siivouskustannukset. 20. uudistettu painos. Suomen Siivousteknisen liiton julkaisuja. Jyväskylä: Gummerus Kirjapaino Oy. Seppälä, A. 2001. Siivouspalvelun laatu ja sen mittaaminen. Jyväskylä: Gummerus Kirjapaino Oy. Siivoustyön johdon käsikirja. 1997. Suomen siivousteknisen liiton julkaisuja 2:5. Silen, T. 1998. Laatujohtaminen - menetelmiä kilpailukyvyn vahvistamiseksi. Porvoo. WSOY. Suomen Standardisoimisliitto SFS. 2012. Standardi, SFS 5994. Helsinki: Suomen Standardisoimisliitto. Suomen Standardisoimisliitto SFS. 2010. Standardi, SFS 5967. Helsinki: Suomen Standardisoimisliitto.

Taskinen, T. 2009. Työhyvinvointi ja ekologinen siivous hotellissa. Thesis. Referred to 4.2.2016.

http://publications.theseus.fi/bitstream/handle/10024/4561/Opinnaytetyo.pdf?sequence=1

37

Appendices

Appendix 1 Cover letter in English

Hi,

I’m studying Facility Management in Jyväskylä University of Applied Sciences. I am

doing my thesis in cooperation with Hotel Alba, about quality of cleaning and how

quality and customer satisfaction could be improved.

Questionnaire takes about 5 minutes and they will be returned to reception. Forms

are confidential. You will have time to answer till 25.4.

Sincerely,

Päivi Liimatainen

Jyväskylä University of Applied Sciences

38 Appendix 2 Cover letter in Finnish

Hei,

Opiskelen Toimitilapalveluiden johtamista Jyväskylän ammattikorkeakoulussa. Teen

opinnäytetyötä yhteistyössä Hotelli Alban kanssa siivouksen laadusta, ja siitä miten

laatua ja asiakastyytyväisyyttä voisi parantaa.

Kyselyyn vastaamiseen menee aikaa n. 5 minuuttia. Kyselylomakkeet palautetaan

vastaanoton henkilökunnalle. Lomakkeet käsitellään luottamuksellisesti

nimettöminä. Vastausaikaa on 25.4. asti.

Ystävällisin terveisin,

Päivi Liimatainen

Jyväskylän ammattikorkeakoulu

39 Appendix 3 Questionnaire in English

Questionnaire:

Background information:

Age: ____

Gender: ______

How often have you stayed in Hotel Alba? ______________

Evaluation is on scale 0-5. Choose one option by circling.

Scale:

0= Difficult to say

1= Really bad

2= Bad

3= Satisfying

4= Good

5= Really good

Quality of cleaning:

1. Lobby 0 1 2 3 4 5

2. Stairs 0 1 2 3 4 5

3. Restaurant 0 1 2 3 4 5

4. Meeting rooms 0 1 2 3 4 5

5. Public toilet 0 1 2 3 4 5

6. Public sauna 0 1 2 3 4 5

7. Corridors of the hotel 0 1 2 3 4 5

8. Toilet / bathroom in hotel room 0 1 2 3 4 5

9. Hotel room 0 1 2 3 4 5

40 Cleaning staff´s:

1. Service orientation 0 1 2 3 4 5

2. Friendliness 0 1 2 3 4 5

3. Appearance 0 1 2 3 4 5

4. Ability to receive feedback 0 1 2 3 4 5

Tell shortly, where the quality should be improved. Tell also how it could happen.

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

Thank you!

41 Appendix 4 Questionnaire in Finnish

Kyselylomake

Taustatiedot:

Ikä: ___

Sukupuoli: _______

Kuinka usein olet yöpynyt Hotelli Albassa? ______________

Anna arviosi asteikolla 0-5. Valitse yksi vaihtoehto kysymystä kohden ympyröimällä.

Asteikko:

0= En osaa sanoa, 1= Todella huono, 2= Huono, 3= Tyydyttävä, 4= Hyvä, 5= Todella

hyvä

Siisteyden arviointi:

1. Sisääntuloaula 0 1 2 3 4 5

2. Portaat 0 1 2 3 4 5

3. Ravintola 0 1 2 3 4 5

4. Kokoustilat 0 1 2 3 4 5

5. Yleiset wc-tilat 0 1 2 3 4 5

6. Yleinen sauna 0 1 2 3 4 5

7. Hotellin käytävät 0 1 2 3 4 5

8. Hotellihuoneen wc-tilat / kylpyhuone 0 1 2 3 4 5

9. Hotellihuone 0 1 2 3 4 5

Siivoushenkilökunnan:

1. Palvelualttius 0 1 2 3 4 5

42

2. Ystävällisyys 0 1 2 3 4 5

3. Ulkoasu 0 1 2 3 4 5

4. Palautteen vastaanottokyky 0 1 2 3 4 5

Kerro lyhyesti, missä tiloissa laatua tulisi parantaa. Kerro myös millä keinoin.

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

Kiitos!

43 Appendix 5 Työtyytyväisyyskysely / Job satisfaction questionnaire

Taustatiedot / Background information Nainen / Female: ❏ Mies / Male: ❏ Ikä / Age Alle 25v. / Under 25 years ❏ 25-30v. / 25-30 years ❏ 31-40v. / 31-40 years ❏ 41-50v. / 41-50 years vanhempi / older ❏ Kuinka kauan olet työskennellyt alalla? How long have you been working in the field? Alle vuoden / Less than year ❏ 1-5 vuotta / 1-5 years ❏ Yli 10 vuotta / Over 10 years ❏ Koulutus / Education: peruskoulu / comprehensive school ❏ ammattikoulu / vocational school ❏ lukio / high school ❏ korkeakoulututkinto / university ❏ muu / other ❏

Mitä asioita pidät tärkeimpänä työssäsi? What are the most important issues for you at your work?

44 Kysymyksiä liittyen työhön / Questions of your work

1 Täysin samaa mieltä / Totally agree

2 Osittain samaa mieltä/ Partly agree

3 Osittain eri mieltä / Partly disagree

4 Täysin eri mieltä / Totally disagree

1. Minulla on aikaa tehdä työni hyvin 1 2 3 4

2. Minulla on käytössäni hyvät työvälineet ja menetelmät 1 2 3 4

3. Työpaikan ilmapiiri on mielestäni hyvä 1 2 3 4

4. Viihdyn työyhteisössäni 1 2 3 4

5. Viihdyn työssäni 1 2 3 4

6. Työmotivaationi on omasta mielestäni hyvä 1 2 3 4

7. Työtäni arvostetaan 1 2 3 4

8. Tieto työpaikalla kulkee ongelmitta 1 2 3 4

9. Esimieheni tukee minua riittävästi 1 2 3 4

10. Saan esimieheltäni tarpeeksi palautetta 1 2 3 4

1. I have enough time to do my work properly 1 2 3 4

2. I have good equipment and methods in my use 1 2 3 4

3. Atmosphere at work is good to my mind 1 2 3 4

4. I enjoy my work community 1 2 3 4

5. I enjoy my work 1 2 3 4

6. My working motivation is good 1 2 3 4

7. I feel my work is appreciated 1 2 3 4

8. Information goes around without problems 1 2 3 4

9. I get support from manager 1 2 3 4

10. I get enough feedback from manager 1 2 3 4

45 Vapaa sana / Free word

Kiitos! Thank you!

46 Appendix 6 List of Finlandia Hotels

Espoo - Kokoushotelli Meripuisto

Harjavalta - Hotelli Hiittenharju

Helsinki - Kokoushotelli Rantapuisto

Helsinki - Park Hotel Käpylä

Imatra - Imatran Kylpylä

Joensuu - Hotelli Atrium

Jyväskylä - Hotelli Alba

Jämsä - City-Hotelli JämsänUkko

Kalajoki - Hotelli Rantakalla

Kemi - Hotelli Palomestari

Kemijärvi - Hotelli Mestarinkievari

Kitee - Hotelli Pajarinhovi

Kokkola - Hotelli Seurahuone

Kuopio - Hotelli IsoValkeinen

Kuopio - Hotelli Jahtihovi

Kurikka - Hotelli Pitkä-Jussi

Lahti - Hotelli Musta Kissa

Lieksa - Hotelli Puustelli

Loviisa - Hotel Degerby

Nivala - Hotelli Puustelli

Oulu - Airport Hotel Oulu

Savonlinna - Fontana Hotel Pietari Kylliäinen

Seinäjoki - Hotelli Fooninki

Tampere - Hotelli Victoria

47 Turku - Centro Hotel

Tuusula - Hotelli Krapi

Utö - Havshotel

Vaasa - Hotel Vallonia Garden

Ylivieska - Hotelli käenpesä

(www.hotellialba.fi)